Technical Product Support Specialist I - Wappingers Falls, NY

Laerdal Medical Benefits Include:

• Generous PTO & Holidays
• Hybrid and 4-Day Compressed Work Week (for operations-based roles only)
• Comprehensive Medical, Dental, and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Tuition Reimbursement
• Wellness Reimbursement Program
• Professional Development Opportunities
• Pet Insurance
• Subsidized Cafeteria in NY based office

Position Overview:

As a Technical Product Support Specialist at Laerdal Medical, you will be an essential part of our commitment to providing exceptional customer support for our state of the art medical simulation products. You will serve as the main point of contact for customers, ensuring they receive timely and effective technical assistance. This role requires a blend of technical expertise, strong interpersonal skills, and a dedication to delivering outstanding service to our customers in the medical industry.

Responsibilities

Technical Support & Troubleshooting

• Provide timely and effective solutions for Laerdal products, including software and hardware troubleshooting.
• Support software upgrades, installations, and Scenario Cloud-related issues.
• Conduct software and hardware testing, including assisting with development and testing of new products.

Customer Service & Case Management

• Deliver high-quality support across phone, chat, and email channels.
• Create, maintain, and close service tickets in Salesforce for all customer interactions.
• Assist customers with product knowledge, part inquiries, and service needs while upholding Laerdal values.

Documentation & Reporting

• Log and track all support cases, prioritizing and escalating when necessary.
• Document solutions, develop support content, and maintain knowledge base resources.
• Report customer feedback and identify emerging issues, trends, or repeated problems for further action.

Collaboration & Communication

• Coordinate solutions internally and cross-functionally to ensure efficient resolution.
• Participate in meetings and provide status updates to management and stakeholders.
• Recommend improvements to products, procedures, training, or documentation based on support trends.

Continuous Improvement & Performance

• Meet or exceed departmental KPIs and service level goals.
• Support initiatives and projects aimed at enhancing customer support operations.
• Proactively identify and escalate systemic or recurring issues, proposing workarounds or long-term solutions.

Requirements

• Must be located in or within a commutable distance to Wappingers Falls, NY.
• Must be available to work shifts between 8:00 AM and 8:00 PM (Monday through Friday) and occasional Saturdays from 10:00 AM to 6:00 PM.
• Strong communication skills with the ability to clearly articulate technical concepts to a variety of audiences.
• Proficient in troubleshooting and diagnosing technical issues using appropriate tools.
• Strong analytical and problem-solving skills.
• Previous experience in technical support or customer service, ideally in the medical device or healthcare industry.
• Basic understanding of networking concepts.
• Creative and solutions-oriented thinker, capable of developing effective workarounds to a wide range of technical issues.
• Excellent organizational skills and attention to detail, with the ability to manage multiple tasks in a fast-paced environment.
• Able to communicate effectively across teams regarding product changes, process updates, and documentation, and maintain organized records of these communications.
• Customer-focused mindset with a passion for delivering exceptional service.
• Knowledge of medical simulation or healthcare education is a plus.
• Must be punctual and maintain reliable attendance.
• Familiarity with AI tools and technologies to enhance efficiency and support innovative solutions.

Salary Range: $53,000-$55,000, eligible for 7% annual bonus